United Nations Public Service Awards Case Studies

One of the central challenges of a public service system is effectiveness of various services delivered and speedy application of appropriate corrective measures regularly and in time. The Information and Communication Technologies can be used in a big way to address the above challenge. The Govt. of M.P. (India) has devised a system in which manual data collection has been combined very innovatively with technology based monitoring system to effectively monitor basic services being delivered in over 54 thousand villages in the state. The Govt. of M.P. spends nearly 50% of its annual budget in creating and maintaining basic services and the amenities in the state. Some of these services become disfunctional and remain so for a long time because the citizen’s complaints are either not raised or are not received at proper quarters. Keeping this scenario in mind, the Chief Minister of Madhya Pradesh has introduced a proactive mechanism with the overall aim of improving the delivery of basic services/amenities in the rural areas of the state by bringing in transparency, accountability and responsiveness. It involves collection and collation of massive data regularly transmitted through NICNET as the backbone from district to state Headquarters. Regular transmission and analysis of data has helped in timely interventions for improvement of the service delivery in the far flung rural areas of the state. It is estimated that a benefit amounting to Rs. 1000 crores per year is now reaching to the beneficiaries through effective use of this mechanism.

What is the initiative about? (the solution)
With the advent of Information and Communication Technology it has become possible to quicken the pace of developmental initiatives in the Government Sector. Data collection and collation has become easier and people’s participation can be fostered in policy making and delivery of services. One such experiment has been conducted by Government of Madhya Pradesh, (India) in which a system has been put in place for regular monitoring and collection of data, which is transmitted through the ICT backbone to district head quarters and to the state capital. This massive system covers all the 54,000 villages of the state and provides appropriate feedback for correction by district officials. Thirteen services including Information of handpumps, transformers, schools, anganwadis, Fair Price Shops, payment of salaries, distribution of Mid-Day Meal in schools and other services related to health, agriculture etc, which are basic to the rural quality of life have been chosen and are being monitored regularly. It is estimated that over 30 million people are getting benefitted by this intervention, and benefits worth about Rs.1,000 crore (Rs.10 Billion) are being transferred to the people through this process every year. It is collected every month from all the Villages of the State in a prescribed format. This data is entered at the Block and the same is sent to the District Headquarters for District level consolidation and transmitting it to the State Capital via NICNET. The data received at the state Capital is consolidated and disseminated on the world wide web through the web site http://demo.mp.nic.in/bsmmp for the benefit of all the stake holders. Most of all no additional costs are being incurred by the state Government and the existing infrastructure is being better utilised. The system is also replicable in other states in the country.

Who proposed the solution, who implemented it and who were the stakeholders?
1. The new Chief Minister, Mr Shivraj Singh Chouhan assumes office : November 2005 2. His secretariat is asked to devise a system of feedback so that delivery of Government services is improved : December 2005 3. The secretariat takes stock of the existing system of feedback and 11 point programme. A series of deliberations take place with Heads of the Departments and District Collectors : between December 2005 to April 2006 4. The secretariat proposes a new system named as Basic Service Monitoring Programme (BSMP) : May 2006 5. A circular is issued to implement the BSM Programme : May 2006 6. A software is developed for entry and processing of data collected at field level : June 2006 7. The software is installed in all 313 blocks of Madhya Pradesh on June 2006 8. The implementation of Programme starts : July2006 9. The monthly data base is available at state head quarter July 2006 : Beginning from July2006. 10. Corrective Mechanism also established : July 2006.

Describe how and when the initiative was implemented by answering these questions
a. What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
Madhya Pradesh is one of the largest states of India. It spans over 308252 Sq. Kms. There are more than 54,000 villages spread over 48 districts. On an average a district is spread over 6421 Sq.Kms. Providing and maintaining the basic services or the amenities to the satisfaction of all far flung areas is an enormous task. It becomes all the more difficult when the citizen’s voices and complaints about the non functioning of these services/amenities are either not raised or not heard. The inertness of the field level functionaries also does not get reported. Thus the ground level reality remains unknown. The state government has come up with a proactive mechanism, which innovatively combines manual and technology based processes to monitor, improve and maintain these services. Over 13 services, which touch upon all facets of rural life, have been selected for monitoring and government machinery at all levels has been involved, in collection and analysis of data and in applying suitable corrections.

b. What were the key development and implementation steps and the chronology? No more than 500 words
The focus of monitoring is on 54000 villages as over 75% of the population lives in rural areas of the state and providing basic services and amenities to these sections of the society remains top most priority of the state government. Advancements in communication and Information Technology have been utilized for enhancing the speed and responsiveness of the whole process. The menu of 13 services selected for the purpose of monitoring includes: 1. Availability of drinking water and status of hand pumps 2. Status of electricity supply and maintenance of transformer 3. Education and educational services at the village 4. Community health and Family Planning 5. Status of Civil Supplies 6. Projects related to women and Child welfare 7. Schemes for the benefit of Tribals and Scheduled Castes 8. Disputes relating to revenue 9. Schemes of Social Welfare 10. Medical Facilities for Animals in the village 11. Information on Agriculture and Agriculture maintenance 12. Complaint Redressal, Public Complaint Redressal 13. Registration of Births and Deaths in the village. It is obvious that an attempt has been made to cover all facets of rural life so that the services improve and quality of life gets a boast in the village.

c. What were the main obstacles encountered? How were they overcome? No more than 500 words
Data collection • Information is collected by an independent person who is not responsible for performance. • The person collecting the information is only responsible for correctness of the information. • Information is collected from the end users (customers) and not by the providers Data Collection Methodology One time data • Basic information about all the infrastructure and services monitored under the programme is collected from the departments. • Information collected from the departments is reformed villagewise in Form– 1 • Information is verified from villages. • Information is updated from time to time. Monthly Information • Information collected by Nodal Officers in Form – 2 from about 54,000 Villages every month • Information Consolidated at Block Level • Block Level information is consolidated at District Head Quarter and reports generated on non-functioning/performing items for follow-up action. • Various MIS Reports Generated for District level Monitoring. • Data from all 48 districts is transmitted to State Head Quarters and Consolidated there • Data is analyzed and presented for monitoring at State level to HODs, Secretaries, Chief Secretary. • Data is also available on Web Server for public. MONTHLY CYCLE OF INFORMATION FLOW Sl. No. Activity Schedule 1 Collection of the Data from the Village by the designated Nodal Officer 21st /22nd every Month 2 Review at the District Level During 5th to 10th of Next Month 3 Completion of Data Entry and Transmission to State Capital (Mantralaya) Before 10th of Next Month 4 Review by Chief Secretary 3rd Thursday of every Month Administrative Structure of the Information Collection • For each of the village, one person is appointed as Nodal Officer to collect information in format 2. • The Nodal Officer is provided with all the information of the basic infrastructure and services in format 1A and 1B. • One person is appointed on the recommendation of nodal officer for each village as a contact person. • Nodal Officer is responsible for correctness of the information but not for the performance of follow-up. • Data collection at the block level is coordinated by the Chief Executive Officer of the janpad under supervision of SDO. • At the district level data collection is coordinated by an OIC of the program under the control of the Collector of the district. • The DIOs (NIC) of the districts are responsible for overall guidance and support in implementation of the System. Monitoring Mechanism Monitoring through Software at all levels. Software produces the following reports for effective monitoring: 1. List of Non-Functioning items in a block (for field level action) 2. Statistical report at the State/District/Block/Village Level 3. Detailed reports 4. Thematic Maps for spatial data analysis 5. Graphical representation of data 6. List of items against whom consecutive complaints received and no action taken. The CEOs are responsible to generate the relevant reports and hand it over to the field level functionaries for resolving the problem. The SDOs at the Block Level Monitors the action taken by the field level functionaries. The collectors, during the review meeting with the SDOs, Monitors the action taken by them. The Chief Secretary reviews the situation with the Collectors and others through Video – Conferencing.

d. What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
One major change due to this system is the change in attitude of government officials, who have become more responsive towards maintenance of various services in rural areas. The uptime of equipments like handpumps has also improved. The people are also raising their complaints more regularly as they feel that their complaints are being heard at various levels. The political leadership has also become more aware of the problems in the state. In quantitative terms benefits worth about Rs. 10 Billion are accruing to the village communities.

Is the initiative sustainable and transferable?
The sustainability has two ingredients: the process itself and the cost involved in maintaining the process. As the system has been tested over a period and the monitoring cycle has been stabilized, the process in itself has achieved a certain level of sustainability. No extra costs are being incurred as the existing government machinery only is being used for monitoring and applying correctives. The improved public participation can help in its continuity. As the state governments are normally organised on the same lines in other states of India, the project can be easily replicated. Alternatively the ground level structure can be handed over to the Non Government Organisations who can transact the information on marginal costs. The Government of India itself is coming out with a large network of Community Service Centres and the present system can be integrated with it.

What are the impact of your initiative and the lessons learned?
This experiment has several lessons to offer. First and foremost, regular monitoring and non coercive action from the government can help in building trust between the people and the government. Information Technology can be used in a big way to facilitate this process. Data analysis also helps in improving transparency at all levels, which in turn gives rise to better communication. Also such a process helps in mobilising institutions and organisations. Two biggest beneficiaries of this monitoring system are public distribution system and water supply system. Effective intervention can also be made on prevailing diseases and on the vaccination cycles. In short such a process provides a regular mapping of services in the state based on which correct roads can be charted, for overall benefit of the most deprived sections.


Institution Name:		Chief Minister Office
Institution Type:		Government Agency
Contact Person:		SHIVRAJ SINGH CHOUHAN
Title:		CHIEF MINISTER MADHYA PRADESH
Telephone/ Fax:		+91 755 2442231
Institution's / Project's Website:		+91 755 2441101
E-mail:		jain.anurag@mp.nic.in
Address:		CHIEF MINISTER MADHYA PRADESH, MANTRALAYA, VALLABH BHAWAN,
Postal Code:		462004
City:		BHOPAL
State/Province:		MADHYA PRADESH
Country:		India

The Problem

Solution and Key Benefits

Actors and Stakeholders

(a) Strategies

(b) Implementation

(c) Overcoming Obstacles

(d) Use of Resources

Sustainability and Transferability

Lessons Learned

Contact Information